Case Study: Sense achieves real-time support insights and improved customer experience with Nicereply

How to improve support experience through customer ratings with Sense Labs

Sense, a Cambridge-based consumer electronics company with about 50 employees, wanted a better way to hear from customers about support experiences, both positive and negative. The team needed immediate feedback after each interaction so it could respond quickly, improve service, and understand how well support representatives were performing. Sense turned to Nicereply for customer ratings and CSAT feedback.

With Nicereply, Sense can collect feedback within minutes of each interaction and follow up right away when an issue is not resolved well, creating a more collaborative support experience. Nicereply also gave Sense a consistent metric to evaluate support reps and clearer real-time insight into customer sentiment and trends. According to Sense, this improved response times and helped it deliver a best-in-class customer experience with 100% follow-through.

Sense

Aisha Strauss

Director of Customer Success